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Troubleshooting
Support Request
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Welcome to Faraday's troubleshooting guide!
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1.
Lets narrow this down! What category would your issue fall under?
Lets narrow this down! What category would your issue fall under?
Pedal Assist
Battery Level
Charging
Noises
No Power
Other
2.
Do any of these describe the issue?
Do any of these describe the issue?
The headlight does not come on
The bike is not getting the expected range
The bike is hard to pedal when there is no assist
The following can contribute negatively to the range of the bike:
1. Climbing hills
2. Repeated starting and stopping
3. Riding at 20 MPH (max rpm)
4. Riding primarily in boost mode
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Loosen the front fender and pull the cable out of the steer tube. Unscrew the silver connector.
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3.
Do any of the pins look bent?
Do any of the pins look bent?
Yes
No
4.
What best describes the pedal assist symptom
What best describes the pedal assist symptom
There is no pedal assist
The pedal assist is on but barely
The pedal assist surges but then cuts outs
The pedal assist cuts out on bumps or steep hills
The pedal assist keeps cutting
The pedal assist is always on
5.
Does the bike turn on?
Does the bike turn on?
Yes
No
6.
Try reflashing the motor parameters and calibrating the Bottom Bracket. You can find the instructions here:
https://www.faradaybikes.com/support-articles/programming-tools-and-files/update-motor-parameters-procedure/
Did this fix the issue?
Did this fix the issue?
Yes
No
Try reflashing the motor parameters and calibrating the Bottom Bracket. You can find the instructions here: https://www.faradaybikes.com/support-articles/programming-tools-and-files/update-motor-parameters-procedure/. Did this fix the issue?
7.
Double check the bike is charging fully. When you plug in the charger the power supply LED should turn red. Keep it charging until it turns green. Try riding the bike again. Did this fix the issue?
Did this fix the issue?
Yes
No
Double check the bike is charging fully. When you plug in the charger the power supply LED should turn red. Keep it charging until it turns green. Try riding the bike again. Did this fix the issue?
8.
Is the motor cable fully seated?
Is the motor cable fully seated?
Yes
No
9.
With the bike on hold down the power button for three seconds as if you were turning the bike off. Does the blue ring stay solid blue?
With the bike on hold down the power button for three seconds as if you were turning the bike off. Does the blue ring stay solid blue?
Yes
No
10.
This is likely a fault triggered by a voltage surge. We have released a two-step update to the bike to correct this issue. Please see:
https://www.faradaybikes.com/support-articles/programming-tools-and-files/update-bac-firmware-procedure/
OK
"
This is a known firmware issue. If you leave the bike on for 5 - 10 minutes it should correct itself. For a permanent fix, contact your dealers so you can have the firmware updated on your bike or see:
https://www.faradaybikes.com/support-articles/programming-tools-and-files/update-rcb-firmware-procedure/
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11.
...
OK
12.
Did you recently reinstall the bottom bracket?
Did you recently reinstall the bottom bracket?
Yes
No
13.
The TDCM bottom bracket has very specific alignment requirements to function properly. It probably is worth reinstalling it to be sure everything is perfect. For detailed instruction, you can check out our tutorial video or this support documents -
https://goo.gl/lJAZbv
. Did this fix the issue?
Did this fix the issue?
Yes
No
The TDCM bottom bracket has very specific alignment requirements to function properly. It probably is worth reinstalling it to be sure everything is perfect. For detailed instruction, you can check out our tutorial video or this support documents - https://goo.gl/lJAZbv.
14.
This is often caused by a short. Check the cable harnesses for damage. This often happens near the insertion point of the seat tube shim. These can usually be repaired with some insulating tape.
Did this fix the issue?
Did this fix the issue?
Yes
No
This is often caused by a short. Check the cable harnesses for damage. This often happens near the insertion point of the seat tube shim. These can usually be repaired with some insulating tape. Did this fix the issue?
Sounds like we need to replace the bottom bracket.
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15.
Check to see if the motor cable is loose. For instructions on this, you can refer to the dealers manual :
https://www.faradaybikes.com/support-articles/component-installation-guides/controller-porteur-replacement/
Did this fix the problem?
Check to see if the motor cable is loose
Yes
No
Check to see if the motor cable is loose
16.
Check the controller revision. You can find on a sticker on the non-drive side of the controller. Is the revision D or earlier?
Is the revision D or earlier?
Yes
No
Check the controller revision. You can find on a sticker on the non-drive side of the controller. Is the revision D or earlier?
These earlier controllers are susceptible to a fuse byte failure. Let's go ahead and warranty the controller.
Continue
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Check to see if the motor cable cable is loose. For instructions on this, you can refer to the dealers manual -
https://goo.gl/nKO0qv
. Did this fix the problem?
Did this fix the problem?
Yes
No
Check to see if the motor cable cable is loose. For instructions on this, you can refer to the dealers manual - https://goo.gl/nKO0qv. Did this fix the problem?
18.
What kind of noise?
What kind of noise?
The motor is making a grinding noise
The motor whining louder then usual
The rear hub is creaking
19.
Is the bike a belt drive Porteur with mechanical brakes?
Is the bike a belt drive Porteur with mechanical brakes?
Yes
No
"
You have a first generation Faraday with a bad motor. This a known issue. Let go ahead and send you a new Motor Core.
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20.
Try loosening the belt drive. It's okay if it's a little looser then specified.
Did this fix the issue?
Did this fix the issue?
Yes
No
Try loosening the belt drive. It's okay if it's a little looser then specified. Did this fix the issue?
This is normal and should fade with time. Try riding the bike for another week and see if the sound fades.
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21.
What's wrong with the battery gauge?
What's wrong with the battery gauge?
It never changes
It never displays a full charge
It's splotchy and hard to read
22.
Does it look like this?
Does it look like this?
Yes
No
23.
Trace the cable down to the silver connector and unscrew the connector. Check the connection for bent pins. Do any of them look bent?
Trace the cable down to the silver connector and unscrew the connector. Check the connection for bent pins. Do any of them look bent?
Yes
No
24.
Plug in another mode selector. Is it displaying the same battery level?
Plug in another mode selector. Is it displaying the same battery level?
Yes
No
The battery pack might have a bad cell. You can send the battery to Faraday for further testing.
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It seems like you have a bad mode selector.
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Try straightening the pins with a thin jeweler screwdriver or pointy scalpel. NEVER use needle nose pliers as they will break the pins. Gently nudge the pins back into alignment.
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25.
Did the pin break?
Did the pin break?
Yes
No
Bummer! It sounds like you are going to need to replace the top tube cable. Check out the dealer manual for instructions. Please submit a warranty!
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"
You have a bad e-ink display. Let's go ahead and warranty that!!
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26.
When charging the bike:
When charging the bike:
The red LED's spin up but then stops on one LED
The Blue LED comes on both nothing else
There is the sound of an electrical arc
The LEDS are spin up but the bike doesn't seem to be charging
27.
Does the bike turn on if while charger is *not _ _*pugged in?
Does the bike turn on if while charger is *not _ _*pugged in?
Yes
No
This is usually resolved with a new charger. If you have another charger handy, see if it completes the charge cycle. Fill out the warranty form and we will send you a new one!
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28.
Make sure the charger plug is fully seated. Now, look at the power brick. Is the LED green?!
Make sure the charger plug is fully seated. Now, look at the power brick. Is the LED green?
Yes
No
29.
With the bike on hold down the power button for three seconds as if you were turning the bike off. Does the blue ring stay solid blue?
With the bike on hold down the power button for three seconds as if you were turning the bike off. Does the blue ring stay solid blue?
Yes
No
"
This is a known firmware issue. If you leave the bike on for 5 - 10 minutes it should correct itself. For a permanent fix, contact your dealers so you can have the firmware updated on your bike!
Continue
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"
It sounds like you have a dead battery. Let see if it can be recovered:
1. While carefully monitoring the single LED on the power brick plug in the charger
2. If the LED blinks briefly between Red and Green the battery can be revived
3. Hold the power button for three seconds. Release and then press it again briefly. The LED should start blinking again
4. Repeat until the LED becomes a constant Red
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30.
Were you able to recover the battery?
Were you able to recover the battery?
No, It always stayed green
No, I never could get it out the blinking state
Yes!
As long as the LED on the charger is Red then the bike is definitely charging! Keep charging until the LED turns green.
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31.
Take a look at the plug or port? Does it show any sign of blackening or even melting?
Were you able to recover the battery?
Yes
No
32.
Send us a short video of the issue. This will help us identify if it is a source of concern.
Send us a short video of the issue. This will help us identify if it is a source of concern.
Drop files here or
Select files
Max. file size: 10 MB, Max. files: 1.
Ok
This is not good! Let get that the controller and charger swapped out right away.
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Did that solve the problem?.
Did that solve the problem?
Yes
No
You can fill out the warranty at:
https://www.faradaybikes.com/support-request/request-support/
We will contact you if you have any further questions!
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Great! I'm glad we were able to help!
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Call Faraday Support to discuss next steps:
415-834-5860
ext 102
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Thanks for the info! We will be in touch shortly!
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How helpful was this guide in isolating the problem?!
How helpful was this guide in isolating the problem?
1
2
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Useless
Very Helpful
Faraday is really happy to be working with you!
